FAQ

 Frequently Asked Questions

 

WHERE IS MY ORDER?

If your order has been shipped you will receive a despatch email, this means the courier has collected and are processing your order through their network, we appreciate your patience whilst they deliver your order. 

MY TRACKING NUMBER ISN'T WORKING?

Unless you have specifically paid for a Royal Mail Tracked Service, the number you receive as part of your order confirmation is a reference number and cannot be used to track your order. However, if you have paid for a tracked service and your tracking number is not working, please contact us directly so that we can investigate this for you

I PAID FOR MY ORDER TO BE DELIVERED IN SO MANY DAYS, WHERE IS IT?

We do not offer or advertise any service to be delivered in so many days, we use 'despatched' which means how long it takes from your order being placed, to it being collected by the courier. It then takes the re#levant time for them to deliver which are estimated and given in good faith only.

DISCOUNT CODES

Discount codes can only be used once. If you forgot to apply your discount code unfortunately we are unable to add the discount. Only one discount can be applied per order. Discounts cannot be used in conjunction with any other discount, be it automatic or codes discounts.

HOW DO I CLAIM MY SUBSCRIBER DISCOUNT?

You must be signed up to the newsletter and confirm your subscription via email. Your discount code will show after subscribing but will not work until you have confirmed. Subscriber discount will only work on email addresses used to sign up. If your discount does not work, please get in touch before placing the order.

I'VE PLACED AN ORDER PLEASE CAN YOU PUT THIS INTO SEPARATE PACKAGING?

Sorry, we do not split orders or provide extra packaging. All items placed on the same order will be despatched together, in one packaging. Under no circumstances are any requests for this accepted, thank you for understanding.

I'VE PLACED TWO ORDERS, CAN YOU COMBINE THEM?

Unfortunately we do not combine any orders. All orders placed must be despatched separately, with their assigned shipping. We will not consider any requests to combine orders.

WHY DID I RECEIVE MY ORDER IN ONE BOX?

All items placed on one order will be sent in one postage box, under one shipment cost. 

WHICH BOX WILL MY ORDER COME IN?

At Bowtastic we are always looking for ways to improve our packaging, so your order may arrive in a white letter box or it may arrive in a brown parcel box depending on the contents.

I SAW A LOVELY BOX ON YOUR SOCIAL MEDIA, WHAT IS IT?

We picture most of our products in a white large letter box, this is how most orders will be sent in. Please note, this is not a gift box

MY GIFT BAG WAS EMPTY, WHY?

As stated in the product descriptionfor the Gift Bag, this will arrive in the postage box empty for the customer to pack with the items in the box.

I HAVEN'T RECEIVED MY ORDER, NOW WHAT?

If you are in the UK and have not received your order within 6 working days of the dispatch date, or outside the UK and have not received your order within 7 days of the dispatch date then please drop us an email on support@bowtastic.co.uk 

Please note that if the Royal Mail tracking number shows that your parcel has been delivered, you will need to contact Royal Mail to get a reference number before we can look into organising a replacement. 

If your order has been delivered with photographic evidence on the tracking and you're unable to locate your order, we cannot be responsible for stolen parcels. If 7 days have passed since your order was delivered we cannot consider a replacement or refund. Please contact Royal Mail with enquiries to missing orders.

MY DELIVERY ADDRESS IS WRONG, HELP?

If you would like to update your shipping address please send us an email as soon as possible (within 30 minutes) to let us know. If you have received a dispatch confirmation email then we have already fulfilled your order and will be unable to change the address. If the address is incorrect and the order has been processed and dispatched, we will have to wait for the order to be returned to us by Royal Mail, then we will be in touch to get it shipped back out to the correct address. There will be an additional postage charge to send the box out a second time.. Unfortunately we can not be held responsible if you have entered an address incorrectly, it is down to the customer to make sure they check the details. 

MY ORDER IS WRONG CAN YOU CHANGE IT?

If you notice something wrong with your order, please reply to your order confirmation email as soon as possible, we will try our best to help but please be aware we are a small family business and we work chronologically from oldest to newest emails and we may not get to your email in time to assist.

 

Is your question not listed above? Don't worry, we have a friendly customer service who will help. Please use our contact page